DELIVERING A SEAMLESS CUSTOMER EXPERIENCE
THROUGH UNITING THE CUSTOMER CONTACT CENTRE AND DIGITAL CITIZEN SERVICES
28-29 October 2025, Melbourne, Victoria
Conference Day Two: Wednesday, 23rd October 2024
9:00 am - 9:10 am
Chair’s Opening Remarks
David Daley -
Former Group Executive, Find Administration & Transformation, Member Engagement,
ESSSuper
David Daley
Former Group Executive, Find Administration & Transformation, Member EngagementESSSuper
9:10 am - 9:40 am
Unlocking AI in Government
Simon Kriss -
Chief AI Officer,
simonkriss.ai
In this session, Simon Kriss will explore how local government can leverage AI to improve operations and drive customer success.
9:40 am - 10:10 am
Speed Networking |
10:10 am - 10:40 am
How Technology can Simplify Customer Requests & Integrate with the Back End for Seamless Experiences
Gavin Josef -
Manager Customer Contact Operations,
City of Melbourne
This session will explore how the City of Port Phillip has implemented new technologies to make it easier for customers to log requests, and how this technology can integrate with back-end systems to ensure requests are actioned upon for a seamless customer experience.
10:40 am - 11:10 am
Morning Break
11:10 am - 11:40 am
What techniques are there for navigating past negative feedback?
Jasmyne Munro -
Head of Customer Experience,
Lake Macquarie City Council
When council communications were sent out to residents regarding updates to septic tank management, a slew of negative feedback was received leading to a change in operations.
11:40 am - 12:20 pm
Panel Discussion | Prioritising Improvements Based on Customer Feedback
Sasha Lord -
Program Director Digital Transformation,
Hume City Council
Amber Benjafield - Director Customer Experience, Solar Victoria, Department of Energy, Environment and Climate Action
Melissa Thompson - Manager Customer Service, Whitehorse City Council
David Daley - Former Group Executive, Find Administration & Transformation, Member Engagement, ESSSuper
Amber Benjafield
Director Customer ExperienceSolar Victoria, Department of Energy, Environment and Climate Action
David Daley
Former Group Executive, Find Administration & Transformation, Member EngagementESSSuper
12:20 pm - 1:20 pm
NETWORKING LUNCH
1:20 pm - 2:20 pm
Workshop One | Building Accessibility into Service Design
Jacqueline Shanahan -
Business Architect,
NDIS
Rachel Baron - Service Designer, NDIS
At GovCC 2023 we asked the audience, ‘how conscious is your organisation of ensuring products and services are accessible to all?’ Nearly a quarter of the audience responded either ‘some’ or ‘not at all’. This workshop is designed to help you think about accessibility needs of your customers and to share how to get the buy-in across the organisation to ensure you can deliver what it is that your customers want (and more importantly need!)
2:20 pm - 3:20 pm
Workshop Two | Possibility Panel
Ally Tregaskis -
Systems & Improvement Manager,
City of Sydney
Enter a gathering of mindsets and perspectives. Reconsider ‘as is’ processes, challenge traditional approaches and address common pain points in this interactive session to help you redefine success in customer service.
3:20 pm - 3:25 pm
Chair’s Closing Remarks |
David Daley -
Former Group Executive, Find Administration & Transformation, Member Engagement,
ESSSuper
David Daley
Former Group Executive, Find Administration & Transformation, Member EngagementESSSuper
